The Service Delivery Manager is responsible for managing remotely the operation of Managed Print Services for MPS Customers finding proper balance between customer satisfaction and profitability for HP. Over the life of the contract the SDM will manage scope and quality of service according to the contractual MPS agreement. He/she is the single point of contact (SPOC) for the customer in case of operational queries and escalations as well as for contractual changes.

Job specifics/responsibilities:

• Be the single point of contact for the customer managing change requests and customer queries
• Manage day-to-day operation and assume responsibility for all service levels to be delivered to customer
• Proactive elevation and escalation management
• Prepare, lead and manage operational account reviews
• Coordinate all relevant resources (internal/external partners)
• Support TCE management and achieve customer satisfaction targets
• Manage Change Orders and provide consulting to customer on new products and services
• Manage forecasting and P&L on an account basis and maintain profitability
• Track and capture data/metrics

Education (degree) and professional experience required:

• University or College degree
• > 2 years of service delivery experience, ideally Outsourcing or Project Management or Consulting
• Experience with Service Delivery Management and general customer handling
• Leadership experience
• Client facing experience (face-to-face or remote)
• Project management or project coordination experience

Other requirements

• Strong English and Spanish language skills (spoken and written)

Personal skills and qualities:

• Customer oriented
• Excellent team player
• Strong organizational and interpersonal skills
• Strong communication and leadership skills
• Confident telephone manner
• Strong collaboration, influence and negotiation skills in cross-functional teams
• Ability to interact comfortably with all levels of customer management
• Ability to manage conflict and complex situations
• Understand and drive Profit & Loss on an engagement level
• Ability to apply business acumen and results driven attitude
• Reliable, fast learner and well organized person with a flexible and responsive attitude
• Comfortable to work in a remote, virtual environment
• Ability to easily adapt to organisational and structural changes
• Process and Methodology focused

Technical skills (procedures and documents the employee has to be acquainted with):

• MS Office applications
• Project Management Methodologies - desirable
• ITIL foundation, processes & tools knowledge – desirable
• MS process and technology knowledge and background - preferred

We’re looking for visionaries who are ready to make an impact on the way the world works. At HP, the future’s yours to create!

This is to inform you that HP Inc. Bulgaria EOOD (“HP”) is personal data controller. Some of the information that you provide voluntarily is personal data and falls under the protection regime under the General Data Protection Regulation and the Bulgarian Personal Data Protection Act. The personal data provided by you will be processed for the purposes of the selection process as well as in respect of any future contract of employment between you and HP. HP takes the responsibility to handle, use and store your personal data, ensuring its protection and confidentiality.

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